Sold by: NovelVox NA INC
NovelVox Agent Accelerator is the execution layer between Amazon Connect and CDK Global that helps agents complete dealership sales and service workflows from a single workspace. Service appointment confirmations, reschedules, and cancellations are written back to CDK in real time, reducing manual entry and scheduling errors. The solution supports PCI DSS compliant payment capture, role-based access controls, and a complete audit trail to help meet GDPR and CCPA requirements.
Overview
NovelVox Agent Accelerator enables agents to execute dealership workflows across Amazon Connect and CDK Global in real time from a single orchestrated workspace. When a call arrives, complete vehicle history, service records, warranty coverage, and account details surface automatically from CDK, giving agents the context needed to confirm, reschedule, or cancel service appointments with direct write-back to CDK in real time. This helps reduce administrative effort and improve scheduling accuracy with no manual re-entry and no dropped steps.
Agent Accelerator executes the full range of CDK-connected workflows in sequence. Warranty coverage is validated against CDK records within the interaction, while VIN-based recall information surfaces automatically to support approved recall messaging and scheduling flows. Structured workflows help drive consistency across dealership locations while ensuring customer interactions are properly documented.
Financing and trade-in inquiries synchronize across CDK and CRM platforms, including Salesforce, Microsoft Dynamics 365, and HubSpot, within structured workflows that update every connected system. The Unified Agent Desktop gives agents a single workspace where every CDK-connected action executes in the correct order and is governed by role-based access.
Every interaction is captured in a complete audit trail that logs each system access event, supporting GDPR and CCPA requirements. PCI DSS compliant payment capture automatically pauses recording during card entry and resumes recording after the transaction. Agent Accelerator supports cloud, on-premises, and hybrid deployments and is backed by NovelVox's 17+ years of experience across more than 1,000 contact center deployments in regulated industries.
Highlights
- CDK Global write-back across every dealership workflow: Service appointment booking, rescheduling, and cancellation, warranty validation, VIN-based recall handling, and financing workflows are executed in sequence from a single Amazon Connect workspace, while updates are synchronized across CDK automatically.
- Governed access and full audit traceability: Role-based access control, CDK data visibility, and a complete audit trail capture every system access event to support GDPR and CCPA requirements. PCI DSS compliant payment capture automatically pauses recording during card entry.
- Operations-controlled configuration, no developers required: No-code Designer Studio lets operations teams build, modify, and deploy workspace changes without developer involvement, using industry-specific templates for automotive contact centers.
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Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Agent Accelerator License(2.5MM minutes) | 2.5MM minutes of agent desktop usage per year for inbound and outbound | $39,999.00 |
Agent Accelerator License(5.5MM minutes) | 5.5MM minutes of agent desktop usage per year for inbound and outbound | $45,999.00 |
Agent Accelerator License(10.5MM minutes) | 10.5MM minutes of agent desktop usage per year for inbound and outbound | $55,999.00 |
Dimensions summary
You buy this product through a yearly contract based on agent desktop usage minutes. Three license options set the included minutes per year: 2.5 million, 5.5 million, or 10.5 million. All three cover both inbound and outbound interactions. The options are not feature tiers; they differ only by the annual minute allowance. You pick the license that matches your expected call volume, and a larger allowance supports higher usage. Note that some connected third-party applications may charge separate usage fees, which are billed apart from this license.
Top-of-mind questions for buyers
A minute reflects time an agent spends handling interactions in the desktop. Both inbound and outbound interactions count toward your annual allowance. Each license sets a fixed pool of minutes per year: 2.5 million, 5.5 million, or 10.5 million. You draw down against that pool as agents work.
The three options differ only by their yearly minute allowance, not by feature set. If your expected volume grows beyond your allowance, you move to a license with a higher minute pool. Choose the option that matches your projected inbound and outbound call volume for the year.
No. Some connected third-party applications charge separate usage, access, transaction, or subscription fees. These are not included in this license and are billed separately. Where they apply, the vendor bills them to you quarterly in advance, based on expected usage, with monthly usage reports and balance adjustments.
www.novelvox.com
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
NovelVox provides 24x7 global support for all products. Contact us at support@novelvox.com .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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